We’re working with the fantastic organization, Response of Suffolk County, to help them better assess the outcomes of Emergency Suicide Calls. Wherein the organization follows up with people who call in multiple times in high risk emergencies and our part would be to collect, clean and analyze the data from such calls to better understand how the help from the organization can be more efficient in order to be able to accommodate and cater to as many people as possible.

We align our vision statement with the organization in trying to help people in emergency situations without compromising on neither the quality of the help nor the quantity of calls received.

Problem Statement

Currently, Response of Suffolk County is unable to predict call outcomes. The organization stores a huge volume of call data, which can be used to analyze the situation of current clients and ensure an appropriate resolution. By collating past occurrences with previous callers, employees can draw trends to allow call centers to better steer the direction of calls away from bad outcomes and into good ones.

The Product

We’re building a powerful set of tools that evaluates the success of calls and follow-up calls made by counselors of the Response of Suffolk County to individuals in crisis. Users of our software are able to visualize and perform crucial analysis on call data. Crisis centers today lack this type of technology that can potentially change the way they address calls to individuals in crisis and our software can help counselors gain new insights into call data in ways that traditional methods simply cannot do so.

Features

Our application processes large volumes of call data generated by the call centers of Response of Suffolk County and stitches together data from one individual caller to paint a complete picture of said individual’s story. This is accomplished with these amazing features:

• Powerful machine learning models to perform analysis on large amounts of call data that produces insights like sentiment and crisis severity.
• A rich and beautiful user-interface to view detailed visualizations and to perform other important tasks.
• The ability to view details breakdowns and reports of call center success based on the analysis of call data.

Users

Our application provides the counselors and staff of Response of Suffolk County with a powerful set of tools to analyze aggregate call data. We will provide a very rich and intuitive user-interface so that any counselor/staff can efficiently use our software; only basic computer experience is required. We want to aim high, so we’re hoping that our technology will be put to use in crisis call centers all over the nation at some point in the future.

Constraints

The front-end consists of a web app made with electron and react. The back-end is made with Python, using zerorpc to maintain a webserver and numpy for analysis. It will be bundled in with the app.